Bilingual Customer Service Representative

MCAP at a Glance

Joining MCAP means you will be a part of our diverse workforce of highly talented individuals who are recognized for their expertise and success! At MCAP, your professional expertise, commitment to teamwork, and passion for service excellence are recognized and rewarded with competitive total rewards offering, a career with continuous learning and development (formal & informal training), and exciting opportunities in a dynamic, entrepreneurial environment.

The Role

This position is responsible for contributing to the MCAP's Servicing team. You will assist clients with any questions regarding MCAP products and services while maintaining the highest level of service and complying with policies, practices, and procedures.

Role Specific Accountabilities

• Promote and assist clients with any questions regarding MCAP products and services.
• Analyze and interpret customer inquiries through well-thought-out judgments, decision-making skills, and product knowledge.
• Resolve disputes received from clients through creative means and ownership.
• Handle multiple priorities in an ever-changing work environment.
• Provide creative solutions backed by sound decision-making.
• Adapt to the changing priorities of a fast-paced work environment.
• Fulfill customer expectations while complying with policies, practices, and procedures.
• Contribute to the overall success of the MCAP team and work independently to achieve specified targets.

What You Bring To The Team

• Minimum 1 year customer service experience is considered an asset.
• Completion of high school and/or some college would be preferred.
• Call center experience is an asset.
• Possess solid MS Office/Computer skills.
• Mortgage industry experience is an asset.
• Must be able to work flexible hours Mon - Fri (any time from 8 AM till 8 PM EST).
• Excellent communication and interpersonal skills.
• Familiarity with a call centre environment.
• Possess excellent written and oral communication skills.
• Deal with customers via web, email, and telephone interfaces.
• Provide timely and accurate responses to all customer queries.
• Commitment to providing outstanding customer service.
• Self-motivated/proactive mindset.
• Ability to work independently as well as part of a team.
• Excellent organizational and analytical skills.
• Bilingual French and English required.

If this sounds like you and you are looking to be a part of one of Canada’s largest independent mortgage finance companies, then we want to hear from you!

About MCAP

MCAP is Canada’s largest independent Mortgage Finance company with over $150 billion in assets under management providing mortgage solutions for residential and commercial properties. For over 35 years, MCAP originates, trades, securitizes, and services mortgages in offices across Canada. MCAP originates residential mortgages exclusively through the mortgage broker channel as we believe that a professional mortgage broker is a consumer's best option. MCAP is also a leader in the Canadian residential construction lending market with over 25 years in the business, serving a variety of developer, construction, and lender clients across Canada.